Krista Cummings

Assistant Professor

Bio

Dr. Hill’s research background is in service recovery. Specifically, she examines the factors that render apologies and service recovery strategies more effective. This research has multiple implications for customer relationship management and the methodological skills involved in this research (i.e., meta-analysis, measuring nonverbal behavior, turning qualitative data into quantitative data) have many applications. Dr. Hill is also interested in consumer affect. Currently, she is working on several projects exploring the affective state of curiosity as well as emotional contagion and mimicry. Finally, Dr. Hill has an interest in applying much of this work in the healthcare field. She currently collaborates with researchers at Brigham and Women’s hospital, developing trainings for surgeons on apology and disclosure after a medical error.

Conference Proceedings

Presentations

A meeting of minds: Exploring practical and intellectual synergies between business and health communication disciplinesHartigan, D., Yule, J., Cummings, K., Schmid Mast, M. A meeting of minds: Exploring practical and intellectual synergies between business and health communication disciplines 16th International Conference on Communication in Healthcare, Porto, Portugal (2018)

Development and evaluation of a patient-centered measurement tool for surgeons' non-technical skillsYule, J., Cummings, K., Yule, S. Development and evaluation of a patient-centered measurement tool for surgeons' non-technical skills 16th International Conference on Communication in Healthcare, Porto, Portugal (2018)

How to Respond When a Consumer Vindictively Complains About Your Firm OnlineCummings, K., Roggeveen, A. How to Respond When a Consumer Vindictively Complains About Your Firm Online 2018 Summer American Marketing Association Conference, Boston, MA (2018)

Instructional revolution mediated by technology: The use of social media in the classroom. Ferris-Costa, K., Hill, K. Instructional revolution mediated by technology: The use of social media in the classroom. Northeast Decision Sciences Institute, Alexandria, Virginia (2016)

The use of social media in the classroomHill, K., Ferris-Costa, K. The use of social media in the classroom New England Faculty Development Consortium, East Greenwich, Rhode Island (2015)

The influence of emotional responses on service recovery effortsHill, K., Yule, J. The influence of emotional responses on service recovery efforts Association for Consumer Research, New Orleans, LA (2015)

The impact of service recovery strategies on consumer responses: A conceptual model and meta-analysisHill, K., Roggeveen, A., Grewal, D. The impact of service recovery strategies on consumer responses: A conceptual model and meta-analysis Association for Consumer Research Conference, New Orleans, LA (2015)

When are apologies effective? Examining the components that increase an apology’s effectivenessHill, K. When are apologies effective? Examining the components that increase an apology’s effectiveness AMA Winter Marketing Educators’ Conference, Orlando, FL (2014)

The role of curiosity in consumer behaviorHill, K., Fombelle, P. The role of curiosity in consumer behavior AMA Summer Marketing Educators’ Conference, Boston, MA (2013)

A meta-analysis of mimicry outcomes in consumer research settingsAndrzejewski, S., Grewal, D., Hill, K. A meta-analysis of mimicry outcomes in consumer research settings European Association for Consumer Research Conference, Barcelona, Spain (2013)

When are apologies effective? A meta-analysis on the outcomes of apologiesHill, K., Colvin, R., Conlon, T. When are apologies effective? A meta-analysis on the outcomes of apologies Annual meeting of the Society for Personality and Social Psychology, New Orleans, LA (2013)

Careers outside of academiaHill, K., Ruben, M. Careers outside of academia The annual meeting of the Society for Personality and Social Psychology, San Diego, CA (2012)

Can training improve students’ interpersonal sensitivity? A meta-analysis on the effectiveness of training in adultsHill, K., Blanch-Hartigan, D., Andrzejewski, S. Can training improve students’ interpersonal sensitivity? A meta-analysis on the effectiveness of training in adults The annual meeting of the New England Conference for Teachers of Psychology, Fairfield, CT (2011)

The effectiveness of training to improve interpersonal sensitivity: A meta-analysisBlanch-Hartigan, D., Andrzejewski, S., Hill, K., Wittenbraker, C., Yu, X. The effectiveness of training to improve interpersonal sensitivity: A meta-analysis The annual meeting of the Society for Personality and Social Psychology, San Antonio, TX (2011)